Customer Services Representive

**Join a secure industry providing essential services Australia wide**:

- **Supportive, collaborative team environment offering flexibility**:

- ** Progressive and sizeable business on growth trajectory**:

- ** Permanent opportunity - Acacia Ridge location**

**_ Pacific National is committed to diversity in our workforce and encourages women and First Nations people to apply._**

**About the role**

The Customer Support team operates in a matrix style environment and are part of the national Commercial team within the Intermodal Division. The Intermodal Division is responsible for freight forwarding services which includes general interstate forwarding activities, as well as specified freight services such as express, refrigerated services, steel, and specialist services to the automotive industry. The Intermodal division covers a geographically diverse area with operations including terminals and depots in all mainland States in Australia.

Do you thrive in a role where you can help and problem solve for customers? Come and thrive in a collaborative and supportive team for Australia’s largest private rail freight provider and play a key role in influencing what customers continue to think of Pacific National as their first choice rail provider. As the conduit between Pacific National and our customers, your role is impactful and valued.

Our Customer Support team is focused on continually developing a deep understanding of our customers business requirements and providing a solutions focussed approach which contributes to fostering a strong partnership culture. In addition to this, our Customer Support team leverage their in-depth knowledge of the Pacific National business to continually solicit process improvement initiatives to ensure the delivery of an efficient and effective high-quality service. The partnership culture contributes directly to the customer experience and in turn supports our revenue growth strategy.

Reporting into the Manager Customer Support, key responsibilities of the Customer Support Officer role include:

- Manage all customer enquiries with a lateral thinking and solutions focussed mindset
- Actively seek to understand our customers business requirements and confidently align their needs with a suitable Pacific National service offering
- Maintain expert knowledge of capacity and asset utilisation for Intermodal customers
- Manage, create and maintain all customer bookings including proactive communications with customers
- Actively engage with customers to solicit feedback on process improvement opportunities, document and report on these opportunities.
- Mitigate customer risks by ensuring timely escalation of any unresolved issues and actively contribute to stakeholder discussions and planning to ensure a seamless customer experience.
- Actively promote logistics systems usage including actively identify opportunities to coach customers on the system
- Actively look for opportunities and take the initiative to step in to help others when workloads are high

**About you**

With a customer service background, you will have a proven ability to build strong and lasting relationships with both internal and external customers. You will ideally have worked in the logistics service industry but we are open to any industry if customer service is your forte.

A naturally strong communicator, both verbal and written, you will have the ability to listen, question and manage challenging conversations. Managing your time well, you will be proactive and enjoy helping to improve processes. You will be a resilient team player who is driven by providing exceptional customer service.

**The benefits**

We value diversity, inclusion, collaboration and the contribution of each of our employees. Working for us will enable you to take ownership of your career and gain access to the following benefits:

- Opportunities for growth and career development
- Opportunities to join our I&D employee committees
- Recognise, celebrate and achieve via our Achievers program
- Access to mentoring programs
- Flexible working arrangements
- 12 weeks paid parental leave for primary carer at full pay following 12 months of service
- Opportunity to purchase additional annual leave
- Provision of Salary Continuance Insurance
- Novated leasing and discounts on selected health insurance funds, travel, gyms, retail brands, vehicles and more
- We are proud to be a WORK180 Endorsed Employer for women.

**About us**

Pacific National (PN) is the largest provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running. We operate nationally with approximately 3,500 staff in over 90+ sites across Australia.

Join us as we continue to transform our business and shape the rail freight industry, to achieve our vision of becoming Australia’